Components In Release 6.0 - Nortel Contact Center Manager Release Note

About Contact Center 6.0

Components in Release 6.0

The Contact Center 6.0 suite consists of a host of integrated applications
providing solutions for the very basic to the most complex contact center. The
following sections provide an overview of the different components and features
of Contact Center 6.0.
Contact Center Manager Server
Contact Center Manager Server is the core contact center component that
provides the intelligent routing capability for telephony calls and multimedia
contacts. Use Contact Center Manager Server to route calls and contacts to the
most qualified agent. The most qualified agent is the agent with the appropriate
capability for handling the type of call or contact and the appropriate skillset or
unique abilities. Rules for contact treatment (what happens while the customer is
waiting for a response) and routing (the contact response) can be simple or
complex.
Script elements are used to create call routing schemes and treatments. Some
examples of elements that you can use to create call scripts are:
Queue to Agent—Queues a call to a specific agent or group of agents.
Queue to Skillset—Queues a call to a specific skillset.
Give Music—Provides a caller with music from a defined source.
Give RAN—Provides a recorded announcement to a caller.
Give Broadcast Announcement—Broadcasts an announcement to
multiple callers at the same time (for example, to let the caller know the call
may be recorded).
Give IVR—Provides a caller with an automated method of entering and
retrieving information from a voice system while maintaining their place in
a queue.
Collect Digits—Collects information from the caller, such as the reason for
the call or an account number. The collected digits can then be used to route
or treat the call.
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Standard 4.01
Contact Center